Call Center Performance

Posted on July 13, 2017 in Call Center Consulting • Call Center Performance • Call Center Technology • Call centre consulting • Contact Center • Contact center consulting • Contact Center Technology • Hiring a call center consultant • New Call Center • Success

By: Colin Taylor There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes […]

Posted on May 19, 2017 in Call Center Performance • Call Center Technology • Call Center Tools • Contact Center • Contact Center Technology • Contact Centre Ops • Purchasing Decisions • Technology

By: Bruce Lebowitz   Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center.  Their fears included:     Driving incremental contacts into their center Requiring new systems (and integrations) Staffing issues Training issues   Companies should […]

Posted on April 17, 2017 in Call Center Performance • Contact Center • Customer Experience Management • Success

Customer Success Defined – 6 Areas of Customer Success Planning By: Garry Schultz                        Accelerated Customer Value Confusion in the pre-post sales services world. A new label appeared a couple years back and a host of pointy haired managers have flocked to the new, improved, model. […]

Posted on April 12, 2017 in Call Center Management • Call Center Performance • Call Center Tools • CSAT • Customer Experience • Customer Satisfaction • Technology • TRG • Turnover

Tags: #cctr• #contactcenter• #custserv• #finserv

An interview by Colin Taylor with Eddie Woodruff I recently sat down with Eddie, Chief Marketing & Communications Officer at Forcht Group, of Kentucky Forcht Bank, in Lexington Kentucky. For the past six years,Eddie has been overseeing the development and direction of the bank’s Contact Center. Here is a transcript of that interview, with great […]

Posted on January 24, 2017 in Agent Experience • Call Center Consulting • Call Center Management • Call Center Performance • Contact Center • Customer Experience • Employee Experience • Hiring a call center consultant • People management

Tags: #callcenter• #callcentre• #contactcenter• #custexp• Call Center Consulting• Customer Experience

By: Bruce Lebowitz Executives often judge a contact center by traditional metrics.  These might include low abandonment rates, an extremely quick speed to answer and meeting handling time goals.  When proud of a contact center, executives often point to its technology too.  The fact that the contact center never goes down, has instant screen pops […]

Posted on January 10, 2017 in Call Center Assessment • Call Center Consulting • Call Center Performance • The Taylor Reach Group

Tags: #callcenter• #custexp• #custserv• Contact Center Consulting

By Turaj Seyrafiaan Contact centers have been in operations for many years.  One of the key aspects (pillars) of contact center operation is ‘Process’.  Processes are the backbone of any contact center – every contact center has them. Some of these are directly related to how we handle customer contacts. Some are focused on back-office […]

Posted on October 06, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Experience • Customer Experience Management • Customer Experience Metrics

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting

By: Colin Taylor Well it has been a busy month for Taylor Reach and for our Senior Consultant, Peter Elliot leading our UK team. Not only have we launched our Contact Centre, Call Centre and Customer Experience consulting services, but Peter is also relocating and changing his home address. Should you wish to reach Peter […]

Posted on August 24, 2016 in Agent Experience • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Facts and Figures • Metrics • Opportunity • People management • Service Level • Strategy • Technology • The Taylor Reach Group

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custserv• #Cx• Call Center Audit• Call Center Consulting

Snapshotz™ Call Center and Contact Center Customer Service Auditing Operational Efficiency, Excellence and Best Practice improvements can only be achieved once the opportunities have been identified. The reality is however, that due to the ever changing world of technology, communications and the customers themselves, the metrics that reveal the opportunities are constantly changing and adapting to new […]

Posted on August 24, 2016 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Customer Experience • Customer Reach • Hiring a call center consultant • News • Strategy • Technology • The Taylor Reach Group

Expanding Their Reach of Consulting Services Through the Addition of a New Expert Consultant Taylor Reach Group Expands to Quebec Toronto, ON. Mr. Colin Taylor, The CEO and Chief Chaos Officer of The Taylor Reach Group, Inc. announced today that Alton Harewood has joined the customer experience and contact center consulting firm effective immediately.   […]

Posted on August 10, 2016 in Call Center Management • Call Center Performance • Contact center consulting • Customer Experience • Customer Satisfaction • Employee Engagement • Metrics • Net Promoter • The Taylor Reach Group

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• Call Center Consulting• Contact Center Consulting• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Taylor Reach Group

By: Turaj Seyrafiaan There have always been a number of contact center efficiency and effectiveness indicators. While each has a certain and important role, it should always be emphasized that we cannot analyze these indicators in solitude and need to view them as part of a larger holistic picture. From time to time, however, I […]